Old rooms, bad smell, uncomfortable shower, great personnel service
14/01/2019 JosePabloGCR, San Jose, Costa Rica
The Hotel needs to invest on the minimum basics to be comfortable. It feels like a very old hotel, with some renewed furniture. Basic old infrastructure made stay quite uncomfortable: very bad smell o... more
The Hotel needs to invest on the minimum basics to be comfortable. It feels like a very old hotel, with some renewed furniture. Basic old infrastructure made stay quite uncomfortable: very bad smell on the room, shower with low water pressure and variable temperature. Besides that personnel is kind and provide great service, food overall is fine. Despite good location and good service, the hotel is quite expensive for a quite uncomfortable stay. There are more convenient options on the city. less
Marjorie E, Guest Relations Manager at Best Western Irazu Hotel & Casino, responded to this review
Dear JosePabloGCR, thank you so much for sharing your kind comments about your stay with us.
We are very sorry and distraught that it was not up to your epxectations and that you did not felt comfortable enough, please accept our most sincere apologies for it. The hotel has been offering its services to the public for quite some time but we assure you that the entire premises always have and receive excellent upkeeping and maintenance since our Brand has very high and strict quality standards which are closely monitored and folowed.
We are very surprised about the smell in your room because something like that is unacceptable and is not supposed to happen due to our very high standards as we mentioned before.
We assure you that if you had informed our front desk staff about all the issues you found in the room you were assigned, they would have been more than happy to immediately change you to another room.
Once again, please accpet our most sincere apologies that your stay was not up to your expectations.
We are very glad that you found our staff so attentive and friendly and our location so convenient (we are 15 minutes away from the airport and just 10 minutes away from downtown and from the country's best commercial and entertainment areas).
It was a pleasure being able to serve you.
Thank you for staying with us.
Guest Relations Manager.